Cabbies' courtesy meeting turns confrontational

Officials see training as beneficial.

Officials see training as beneficial.

September 02, 2006|JOSHUA STOWE Tribune Staff Writer

SOUTH BEND -- Swear words flew, complaints flowed and a fight almost erupted. It was the second training session earlier this week for taxi drivers who work the local airport on Fighting Irish football weekends, and it was getting ugly. The mandatory training was aimed at helping ensure drivers are welcoming to out-of-town visitors. The idea is that taxi drivers help create visitors' initial impressions of the area. But while its goal was promoting professionalism and affability, the one session was anything but civil. "You are our first ambassadors on many occasions," Greg Ayers, executive director of the South Bend/Mishawaka Convention and Visitors Bureau, told the drivers. "Anything we can do to arm you for those situations is critical." With that in mind, Genelle King of King Communication Resource stepped up to talk. Not long after that, trouble started. After hearing the "No. 1 rule of success" -- which King said is to stand out in a positive way -- one driver complained that Transpo's service to the airport was cutting into taxi business. He was not impressed when King said that competition only reinforced the need for excellence. Then, after hearing about how to develop a "straight A image," another driver lost it. "All that is real good," he yelled, "but how can we get more business out here at the airport? We don't have anybody to be nice to!" His remark, a reference to the long waits that cab drivers can face at the airport, drew applause and chuckles from many of the other drivers. And then, a fight almost broke out in one corner. A woman sitting near the driver who'd complained about Transpo apparently became tired of hearing him interrupt while she tried to listen to the presentation. She walked up to him, leaning forward and jabbing her index finger at him to emphasize her point. The two exchanged words, and he suddenly stood up. The woman took the hint, turned around, and walked back to her own seat. The driver she confronted later told a visitor that, "This is bull (expletive)," and pointed out other drivers he claimed were gouging unsuspecting tourists. The airport has had mandatory taxi driver training for three years now, said John Schalliol, its executive director, and the second training session this week stands out for its rowdiness. When he walked in for training, Lyn Thompson was skeptical that he'd hear anything worthwhile. But afterward, the Michiana Taxi driver was somewhat impressed. "I think they made more of an effort to be informative and engaging," he said. "This is a much nicer venue than we've had in the past. The drivers are a feisty bunch partly because they never come together in a large meeting, he said. When they do, it becomes a chance for them to vent.